Job summary
The Head of Service Design plays a crucial role in shaping and overseeing the design of end-to-end services within the health and care system. This role involves defining best practices, influencing design and system strategy, and mentoring others. Key responsibilities include managing the service design, user engagement, digital inclusion and sustainability functions, ensuring efficient and high-quality service delivery. The post holder will create and implement business plans, manage budgets, and develop policies to align with organizational goals. Additionally, the role involves close collaboration with various stakeholders, including NHS England, local authorities, universities, and professional networks, to drive performance improvements and support integrated care system development.
Main duties of the job
The Head of Service Design leads the Service Design, User Engagement, and Sustainability functions within the Surrey Heartlands Integrated Care System (ICS). Key duties include but not limited to:
- Governance and Strategy
- Management and Leadership
- Collaboration and Stakeholder Engagement
- System Development
- Policy and Service Development
- Governance and Corporate Leadership
This role requires a high level of expertise in service design, broad industry knowledge, and the ability to mentor and lead others, ensuring effective service delivery across the health and care system.
About us
Surrey Heartlands is a partnership of organisations working together - with staff, patients, their carers, families, and the public - to support people to live healthier lives. Surrey Heartlands developed into an Integrated Care Board (ICB) since July 2022, working through 4 Integrated, dynamic, and sustainable place-based partnerships (our Places), each working together to deliver a shared vision across Surrey.
The 4 Place partnerships are known as:
North West Surrey Alliance
Guildford and Waverley Alliance
Surrey Downs Health and Care
East Surrey Place
We have an ambitious vision for transformation and continuous improvement of health and care across our footprint and to deliver our objectives we need a team of capable, collaborative professionals who share the same vision. We are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better patient outcomes.
We welcome all applications, especially those from underrepresented communities, including people with a disability, and those from Black, Asian and Minority Ethnic (BAME) backgrounds.
Job description
Job responsibilities
Please see the job description and the person specification documents attached within this job advert.
Job description
Job responsibilities
Please see the job description and the person specification documents attached within this job advert.
Person Specification
Knowledge, Training and Experience
Essential
- Educated to master's level or equivalent level of experience of working at a senior level in specialist area.
- Extensive knowledge of more than one specialistareasacrossdesign, digital,research,evaluationand sustainability acquired through post graduatediplomaorequivalent experience or training plus further specialist knowledge or experience to master's level equivalent
- In-depth professional knowledge in a number of disciplines design, digital, research,evaluationand sustainability,staffmanagement acquiredthroughtrainingand experience over extended period
- Evidenceof post qualifying and continuing professional development
- Must have an understanding of the background to and aims of current health and appreciate the implications of this on engagement and service designcarepolicyand
- Should have an appreciation of the relationship between organisations and services across an Integrated Care System including individual provider and commissioning organisations
Communication & Relationship Skills
Essential
- Expert skills in gathering, recording, synthesising and communicating highly complex technical and service information to varied non- technical audiences including but not limited to clinicians, patients, frontline staff, Board executives and senior leaders
- Expert skills in facilitation and engagement with individuals and teams across all domains of health and care including public meetings, patients, carers, clinicians and practitioners, digital, data and innovation staff and senior leaders across orgnaisations
Analytical & Judgement Skills
Essential
- Highly complex facts or situations requiring analysis, interpretation, comparison of a range of options Experts in their field. Analyses, interprets and resolves highly complex service design and sustainability problems where there is no precedent and where other leading opinions may conflict
- Strong statistical, data and qualitative analytical skills to provide judgements about the most suitable design options based on evidence and insight.
Service & Policy Development
Essential
- Responsible for policy implementation and development for more than one area of activity including user research, digital inclusion, service design and sustainability policy and practice
- Responsible for developing policy and practice in particular areas of DDI services, which will impact across the whole organisation and ICS
Financial Resources
Essential
- Develops and monitors budgets for a department; service or programme /develops and manages more than one DDI budget
Human Resources
Essential
- Day to day management/Line manager for single function or department
Equality and Diversity
Essential
- Commitment to equality, diversity and inclusion and an understanding of equal opportunities
- Expert understanding of equality and diversity policy and practice and its application in user research and service design
Autonomy
Essential
- Adaptability, flexibility, and ability to cope with uncertainty and change. Ability to work on own initiative and organise workload, allocating work as necessary.
- Ability to make decisions autonomously, when required, on difficult issues.
Other
Essential
- Plans and organises a broad range of complex activities, formulating and adjusting plans to reflect changing circumstances.
- Inputs to strategic plans across NHS and within the specific teams
- Ability to work under pressure and to tight and often changing deadlines
- Skills for delivering results through managing through others and using a range of levers in the absence of direct line management responsibility.
- Ability to demonstrate the NHS and ICS values and behaviours in all aspects of work and interactions with colleagues, stakeholders, patients and service users
Person Specification
Knowledge, Training and Experience
Essential
- Educated to master's level or equivalent level of experience of working at a senior level in specialist area.
- Extensive knowledge of more than one specialistareasacrossdesign, digital,research,evaluationand sustainability acquired through post graduatediplomaorequivalent experience or training plus further specialist knowledge or experience to master's level equivalent
- In-depth professional knowledge in a number of disciplines design, digital, research,evaluationand sustainability,staffmanagement acquiredthroughtrainingand experience over extended period
- Evidenceof post qualifying and continuing professional development
- Must have an understanding of the background to and aims of current health and appreciate the implications of this on engagement and service designcarepolicyand
- Should have an appreciation of the relationship between organisations and services across an Integrated Care System including individual provider and commissioning organisations
Communication & Relationship Skills
Essential
- Expert skills in gathering, recording, synthesising and communicating highly complex technical and service information to varied non- technical audiences including but not limited to clinicians, patients, frontline staff, Board executives and senior leaders
- Expert skills in facilitation and engagement with individuals and teams across all domains of health and care including public meetings, patients, carers, clinicians and practitioners, digital, data and innovation staff and senior leaders across orgnaisations
Analytical & Judgement Skills
Essential
- Highly complex facts or situations requiring analysis, interpretation, comparison of a range of options Experts in their field. Analyses, interprets and resolves highly complex service design and sustainability problems where there is no precedent and where other leading opinions may conflict
- Strong statistical, data and qualitative analytical skills to provide judgements about the most suitable design options based on evidence and insight.
Service & Policy Development
Essential
- Responsible for policy implementation and development for more than one area of activity including user research, digital inclusion, service design and sustainability policy and practice
- Responsible for developing policy and practice in particular areas of DDI services, which will impact across the whole organisation and ICS
Financial Resources
Essential
- Develops and monitors budgets for a department; service or programme /develops and manages more than one DDI budget
Human Resources
Essential
- Day to day management/Line manager for single function or department
Equality and Diversity
Essential
- Commitment to equality, diversity and inclusion and an understanding of equal opportunities
- Expert understanding of equality and diversity policy and practice and its application in user research and service design
Autonomy
Essential
- Adaptability, flexibility, and ability to cope with uncertainty and change. Ability to work on own initiative and organise workload, allocating work as necessary.
- Ability to make decisions autonomously, when required, on difficult issues.
Other
Essential
- Plans and organises a broad range of complex activities, formulating and adjusting plans to reflect changing circumstances.
- Inputs to strategic plans across NHS and within the specific teams
- Ability to work under pressure and to tight and often changing deadlines
- Skills for delivering results through managing through others and using a range of levers in the absence of direct line management responsibility.
- Ability to demonstrate the NHS and ICS values and behaviours in all aspects of work and interactions with colleagues, stakeholders, patients and service users
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Surrey Heartlands ICB
Address
Duke's Court
Duke's Street
Woking
GU21 5BH